Support Administrator
Location: Godalming
Service: Housing Operations
Team: Property Services
Contract: Temporary contract for 6 months, possible temp to perm
Salary: £20 - £22 per hour
Working Days: Monday - Friday (Hybrid home working option available)
Main Operational Duties:
1. Responsible for the delivery of high quality, effective admin tasks and service provision in support of the Property Services Team within Housing Operations. Primary Focus: Responsive Repairs, Planned Works, Compliance & Aids & Adaptations.
2. Efficiently deal with telephone calls and a variety of correspondence relating to Property Services, ensuring service efficiency while adhering to specific policies and procedures.
3. Understand, maintain, and operate computer systems, including Orchard, Agresso, Keystone, Sharepoint, Case Management, Civica & Microsoft Office Suite.
4. Maintain accurate records, collating and recording relevant information regarding the subject matter.
5. Provide administration support to the Planned Maintenance Team, A&A & Responsive Repairs Team in respect of communicating with residents, contractors, resident focus groups, members of the public, councillors, and MPs, ensuring timely responses to all enquiries.
6. Assist in providing support to residents and team members in the delivery of all associated work streams for the Planned Works team, including raising works orders, mail merges, correspondence, Monthly Contractor Meeting minutes, and general administrative duties.
7. Management and coordination of Section 20 leaseholder process (management of tracker/spreadsheet & letters).
8. Provide administrative support to the A&A officer, including raising works orders on Orchard and recording on the A&A spreadsheet, responding to the A&A inbox, and liaising with OTs to ensure prompt and complete responses to customer enquiries.
9. Provide administrative support to the Compliance team.
10. Provide administrative support to the Responsive Repairs team in respect of the Post Inspection process (liaise with WBC Inspectors, raise relevant inspections and record on Orchard) and review all daily works orders related to repairs raised by the CSC to the appropriate contractors.
11. Ensure repair priorities are correctly determined and applied, incoming requests for work are accurately diagnosed & coded using NHF schedule of rates, and every job has the correct expenditure code assigned.
12. Ensure correct contact details for tenants are noted and entered onto each order raised, and additional details required to pinpoint exact job location are entered onto the order.
13. Adhere to contractual obligations relating to invoicing by all parties.
14. Manage and coordinate the TLF portal in partnership with TLF, Repairs contractor, Improvement team, RR manager, and CSC to capture independent & insightful representative customer service data and analysis.
15. Deliver excellent service to all customers in line with published service standards, including provision of advice and assistance to all customers.
16. Support collaborative and cross-functional working, sharing resources across the team and the wider Housing Service to meet operational targets and priorities.
17. Actively promote the Councils Equality and Diversity policy in all aspects of your duties.
18. Adhere to effective safeguarding practice for vulnerable adults and children in accordance with the Councils policies, guidance, and protocol.
19. Treat all colleagues with dignity and respect whilst at work to encourage them to meet their full potential in a non-threatening environment free of harassment and/or bullying.
20. Ensure that the principle of confidentiality and the requirements of GDPR are fully applied to the work of your service area.
21. Work in line with relevant protocols and service level agreements to enable effective sharing of information between agencies.
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